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FAQ: Account Support
TOP 5 FAQ
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How can I learn about Nespresso promotions?
We have a variety of special offers throughout the year, exclusively for Nespresso Club Members. The best way to receive special offers is by email and SMS. You may join our mailing list by logging into your account, clicking “Contact Preferences” from the drop-down menu.
Be sure to add nespresso@emailing.nespresso.com to your safe-senders list to ensure these emails are not blocked or filtered out by spam filters.
We also invite you to follow Nespresso on Facebook for exciting news, recipes, and offers.
Nespresso Facebook Page >
Nespresso TW LINE account > -
Do you intend on selling in supermarkets, such as PXMART and Costco?
It is not our intention to begin selling in supermarket chains. Nespresso’s unique business model allows us to guarantee quality at every stage of the value chain, to offer a direct relationship with our Club members as well as a holistic approach to sustainable development from cherry to cup.
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Nespresso machine repair service
If you believe your Nespresso machine is defective, please contact the Nespresso Club at 0809 001 886 (toll-free) or by email for technical assistance or instructions on how to proceed with a repair.
Our trained machine specialists are qualified to carry out a full diagnosis by phone as soon as you call them. If appropriate, they will advise that you opt for the Nespresso Assistance Package, which includes:
- The collection of your Nespresso machine from your home or an address of your choice (excluding outlying island areas).
- Repair of your Nespresso machine and a full check of its components, repair duration: 5-7 working days.
- Return of your Nespresso machine to the same collection address.
- Repaired parts will be warranted for the unexpired portion of the original warranty or six months, whichever is greater. -
There is no water coming out of the coffee outlet. What can I do?
If you press a cup button and no water comes out of the spout, it is possible that the machine has an air bubble which most often occurs when the tank runs empty or after a period of non-use.
Inissia/ Essenza mini/ CitiZ/ Pixie/ Expert/ Lattissima / Lattissima One/ Maestria / Creatista owners can fill the water tank, eject any capsule in the chamber, close the coffee lever and press the large cup button. The auto-prime function will push the air from the circuit. When water begins to flow through the spout, the air bubble has been released.
For U and Prodigio machine user, please open and close the slider few times. When water begins to flow through the spout, the air bubble has been released.
*Please note, we will suggest you to rest your coffee machine for 30 minutes after 5 trials.
For any further information on your machine, please contact the Nespresso Club at 0809 001 886 (toll-free) or by email.
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How often should I descale my Nespresso machine?
In order to keep your Nespresso machine in optimal condition, if you are using Lattissima series or Maestria series coffee machine, please descale your coffee machine once the descaling alert is on. For machine other than these, you are advised to descale your machine every 1 or 1 and half year. The harder the water in the area where you live is, the more often you need to descale your Nespresso machine.
Water residue and limescale can accumulate within the system. It may not only affect the temperature, flow and quality of your espressos but it may also shorten the life of your machine.
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I forgot my password. What should I do?
If you have forgotten your password or would like to amend it, please go to www.nespresso.com and click on the link "forgot your password?" to request a new password via email.*
* Please note that the reset password link only valid for 72 hours. -
I do not receive my forgot password email. What should I do?
If you did not receive reset password mail, please check your trash bin, or you may contact the Nespresso Club at 0809 001 886 (toll-free) or by email. -
I forgot my registered email address. What should I do?
Please contact the Nespresso Club at 0809 001 886 (toll-free) or by email. -
How do I register Nespresso online account?
Click the drop down on "Please sign in to your account" and select the "Start registration" option below. Then introduce your personal data.
For the next step, enter the required information: address, telephone number, ID number and click again on "CONTINUE".
If you do not manage to edit your account, please contact the Nespresso Club at 0809 001 886 (toll-free). -
Why am I not seeing the machines I registered in my account?
On Nespresso website, only machines registered via internet will be shown in My Account. However, as long as you have registered your machines, Nespresso should have your records and you can check by contacting the Nespresso Club at 0809 001 886 (toll-free) -
I already bought Nespresso products from other channel, can I log into Nespresso website?
If you registered with email address when you place order with Nespresso in other channel, you would reiceve an email to reset password for your online account. The link will remain valid for 72 hours. If the link is invalid or you miss the email, you can activate your online account by clicking “forgot your password?”. Please check the junk and spam folders as this email can sometimes be diverted there.
If you have never registered with your email address or if your order was from MOMO/PCHOME/YAHOO..etc, please contact the Nespresso Club at 0809 001 886 (toll-free) or by email. -
Can I use the same email to register Nespresso online account in different country?
One email address cannot be registered in different countries. We suggest you to register with another email address. If you have further questions, please contact the Nespresso Club at 0809 001 886 (toll-free). -
Where can I find my membership number?
Your Nespresso membership number is created when you place your first order via www.nespresso.com, when you have registered via the Nespresso Club on the phone or in one of our Boutiques. Your membership number can be found on any of our invoices and is also displayed on the first page when you log in on your account at www.nespresso.com
If you do not manage to find your membership number, please contact the Nespresso Club at 0809 001 886 (toll-free) or by email. -
How can I change my email address?
You need to log in to your internet account if you wish to change your email address. Once you’ve logged in, click on the “My Account” option at the top of the screen where you will then be able to amend your personal details. Select the option “My personal Information”, click on "Change my personal information" and then enter the new email address. -
How can I change my address?
You can amend your address via your online Club account. Once you’ve logged in via www.nespresso.com , click on the “My Account” option at the top of the screen. You will then be taken to a webpage where you can find your personal details.
Select the option “My personal Information” and click on "Change my address". You can add a new or amend an existing address via the option "My Addresses".
Alternatively, you can amend your address while placing an internet order. When placing your order, you are provided with an order details and delivery address after you click on "Proceed to checkout". The delivery and invoicing address(es) are given at the top. You can click on the button "Edit" to amend an existing or "Choose another delivery address" to add a new address. -
Why was I charged NT$30 when saving or updating my credit card information via “My Account” ?
When saving or updating your credit card via “My Account”, you might have NT$30 charged by your bank to your credit card. Please note that this is made for credit card authorization instead of a Nespresso transaction. The cost will be automatically refund without any actions needed from card holder within few min (no later than 30 days). The time is based on operating process for different banks.
